TV Eye

KEYE's Dusty Granberry

I often lament that customer service is dead. But that was until I discovered what Dusty Granberry at KEYE is doing to help viewers who are having trouble connecting their new digital TV converter boxes to their old analog sets. He's happy to troubleshoot by phone, and if that doesn't help, he will make a house call. Yes, a house call, free of charge. You provide the DTV converter box and the TV. He'll provide the know-how, the hand-holding, and maybe a paper clip.

Granberry is KEYE's director of broadcast operations and engineering, and his public-service effort goes hand in hand with the station's decision to turn off its analog signal on Feb. 17, the original DTV transition date, instead of waiting till June 12, the new date recently approved by Congress.

"KEYE, along with around 40% of other stations in the country, will stick to the original deadline. Our technology is in place, and we've spent a lot of money and airtime informing the public about the DTV transition," said Jerry Wagley, KEYE's director of creative services, via e-mail. "We think it is time, and most people are ready."

Well, one person's "ready" is another person's consternation.

"TV Eye" reader Allison Hubbard wrote to share her frustration with her new DTV converter box last week. After a few e-mails and phone calls, Hubbard was connected to Granberry. At press time, Hubbard was on Granberry's help list, and he was confident her problems would be solved.

Granberry is one of those local TV folks who started his career in the early days of Austin TV in the 1970s. His mentor was onetime KVUE General Manager Joe Jerkins, who was a big believer in TV as a public service.

"He ingrained that in our minds," Granberry said in a telephone interview from his office. "Those who can't afford cable or can't get cable shouldn't have to lose their portal to the world," he said. "My mission is to get everyone able to receive free over the air [TV]. I believe in doing this."

Since KEYE announced it was going digital ahead of the new transition date, Granberry says he gets about 40 calls a day. Questions range from those starting from complete unawareness to those who have the DTV converter box but haven't opened it yet. Admittedly, Granberry says, the instructions that come with the converter boxes are unclear and lack information that would save a lot of frustration. For example, the new DTV signal is either perfect, or it's not there, Granberry says. This usually means the connection between the box and the TV is too loose or incorrect, not that you have a defective box.

Another thing he says confuses people is that the DTV converter box comes with its own remote. You turn on your TV and set it to Channel 3 (like setting up a VCR). After the initial sync up between the TV and the converter, you use the remote that comes with the converter box to change channels. The third thing that stymies viewers is the antenna.

"Buy that last," Granberry advises. Many viewers have been told that they must buy a new HD antenna if they want their new converter box to work. "I tell people if you get the analog signal with rabbit ears, you should be able to get a good [digital] signal with them, too." Viewers in outlying areas or who live in concrete buildings may need an HD antenna (the rabbit ears with the loop in the middle). Or, you might just need a paper clip. Granberry has found that with some of the newer HD TVs, a paper clip can make all the difference in the world. Moving the antenna up and away from the set also helps. There are any number of quick and easy fixes to get your new DTV converter box and TV up and running, he says.

If you are stumped by your DTV converter box, give Granberry a call at 490-2103. Not only is he willing, but he's happy to help. You may get his voice mail, but he returns all messages, usually on the same day.

What to Watch

It's award show weekend for film fans. The Film Independent Spirit Awards, that laid-back party on the beach, airs Saturday, Feb. 21, at 4pm on IFC. The higher-wattage Academy Awards gala airs Sunday, Feb. 22, at 7pm on ABC.

E-mail Belinda Acosta at tveye@austinchronicle.com.